IT Support Specialist

As the primary onsite IT support resource, you’ll work closely with remote IT leadership and IT staff (including a Security Analyst, Sr. Network Engineer, Systems Administrators, and Dynamics 365 CRM Engineer) to ensure smooth day-to-day operations. You’ll also play a key role in supporting our Microsoft Dynamics 365 Sales CRM platform, which powers a large portion of our business operations. Key Responsibilities · Serve as the first point of contact for technical support requests via SolarWinds Service Desk · Provide support for Windows 10/11 workstations, Microsoft Surface laptops, HP printers, Microsoft Teams VoIP phones, and business software · Troubleshoot and escalate hardware, software, and network issues as needed using GoTo Resolve RMM tools · Support user access, permission management, and issue resolution in Dynamics 365 Sales CRM, including modules like: - Experlogix CPQ - Accounts, Leads, Opportunities, Jobs, and Scheduling · Setup and configure new employee hardware and software · Maintain asset inventory and participate in lifecycle management of devices and accessories · Collaborate with remote IT staff to implement solutions and enforce IT standards · Assist with basic onboarding/offboarding tasks including provisioning and deprovisioning accounts Required Qualifications · 2+ years of experience in an IT Helpdesk or Support role · Excellent customer service skills with a 150% user-first mindset · Strong troubleshooting skills for Windows 10/11, Microsoft Office 365, Teams, printers, and basic networking · Familiarity with RMM tools (GoTo Resolve preferred) and ticketing systems (SolarWinds or similar) · Willingness to learn and support Microsoft Dynamics 365 Sales CRM · Self-starter with the maturity to work independently while collaborating remotely · Strong documentation and communication skills Preferred Qualifications · CompTIA A+ certification or other relevant IT support certifications · Experience supporting Microsoft Dynamics 365, especially Sales or CPQ modules · Basic understanding of IT asset management and imaging/deployment tools · Experience working in a distributed, multi-site organization